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Cisco ICS 7750 System Description
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Chapter 5 Summary of Software Applications Features
Internal Software Applications
•
A call in queue hears messages with progress announcements or
advertisements.
•
Queue scripts are built by using the CRA Editor. These application scripts
determine the queuing messages and handle the in-queue call. Sample scripts
are available, and customized scripts can be built.
Components
The IP ICD system has three major components:
•
Resource Manager—Monitors the IP ICD agent phones and organizes agents
into resource groups. Resource groups constitute a collection of IP ICD
agents that are capable of handling the same types of calls. The Resource
Manager is configured by using the CRA Administration web interface.
•
Event Service Desk—Places incoming calls in queue and distributes them to
the appropriate Resource Group as agents become available. The Event
Service Desk is configured by using the CRA Administration web interface.
•
IP ICD Agent Desktop—An application program that IP ICD agents run on
their desktop computers to log in to the system, to change the IP ICD state,
and to monitor status.
Specifications
When installed in the Cisco ICS 7750 system, IP ICD and IP IVR have the
specifications given in
Table 5-9
.
Table 5-9
Specifications for IP ICD and IP IVR
Type Description
Hardware platform
SPE310 with ICS 7750 Release 2.1.0 or later.
•
IP ICD or IP IVR can be co-resident on an SPE with Cisco CallManager.
•
IP ICD and/or IP IVR can be on a dedicated SPE.
Software platform
CRA Platform, Release 2.2.
Telephony
integration
Cisco CallManager 3.1 and later.
Directory
DC Directory (comes with Cisco CallManager) or any LDAP directory service
such as Netscape Directory Server or Microsoft Active Directory.
